Your sales contract is with us and if your item is still within the warranty period or has yet to be installed we will service this issue for us. We do not have a dedicated technical team for the items we sell as we can supply 40,000+ different options from 70+ different brands. Each brand has its own technical team and they are the experts for their items. If you encounter a problem we differ to their expertise to diagnose and resolve the problem. This is not us differing our responsibility towards you, we need to work with the manufacturer to get the issue resolved.
As we are dealing with 3rd party companies we do not have direct control over how quickly they will come back to you but being one of the leading branded bathroom retailers we have very strong relationships with the brands we sell and are constantly chasing and speaking to each supplier to get this problem resolved for you.